Posted 4 days ago
Job id: a1Wcv000000hhGDEAY
Project Manager V
WeStreetDes Moines, Iowa
Contract
Calculated Hire
$68.00 - $73.00 /hour
$68.00 - $73.00 /Year
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Job Description:
Senior Project Manager, Contact Center Modernization
Location: Hybrid, Charlotte, NC or Des Moines, IA
Contract: 12-month W2 contract, 40 hours/week, weekly pay
Pay Rate: $68.75/hr
Desired Start Date: 7/18/2025
Interview Process: One 30-minute Microsoft Teams interview, with possible second round
Calculated Hire is hiring a Senior Project Manager to support a high-priority Contact Center Modernization initiative with a Fortune 100 financial services client. This is a large-scale, multi-year program focused on consolidating contact center applications and transitioning customer-facing agents onto a modern cloud platform by the end of 2027.
Job Description
The Senior Project Manager will lead wave-based migrations across a complex enterprise contact center modernization program. This person will partner closely with business unit leaders, contact center stakeholders, technology teams, and other project managers to drive migration planning, deployment readiness, execution, and adoption.
This role requires someone who can operate in a high-visibility environment, manage shifting priorities, influence stakeholders, and keep complex delivery work moving across multiple groups. The team needs a hands-on senior PM who can own outcomes, manage risks and dependencies, and support successful migrations across agent-facing platforms and contact center operations.
Responsibilities include:
- Lead end-to-end delivery of wave-based migrations from discovery and planning through deployment and post-launch support
- Partner with business leaders, contact center teams, technology partners, and operations stakeholders to ensure successful migration execution and adoption
- Manage project timelines, risks, dependencies, readiness activities, stakeholder communication, and delivery milestones
- Support migration planning for contact center applications, customer service platforms, agent-facing tools, and cloud-based contact center solutions
- Influence executive and business stakeholders to prioritize migration activities and support change adoption
- Coordinate with a broader program team to align workstreams, share learnings, and maintain consistency across the initiative
- Drive change management and delivery strategies specific to contact center operations and cloud platform transitions
- Support critical migration phases that may require overtime or onsite command center presence
- Track progress, communicate updates, and escalate issues impacting delivery, readiness, or business adoption
- Oversee coordination related to technologies such as IVR systems, telephony, agent scheduling/workforce management tools, and other agent-impacting platforms
Required Skills
- Senior-level project management experience in complex enterprise environments
- Experience leading large-scale transformation, modernization, migration, or change delivery initiatives
- Strong understanding of contact center operations, customer service environments, or agent-facing technology platforms
- Experience managing projects using both Waterfall and Agile methodologies
- Ability to manage risks, issues, dependencies, timelines, stakeholder communication, and executive-level reporting
- Strong change management and business readiness experience
- Ability to influence cross-functional stakeholders and drive alignment across business, operations, and technology teams
- Comfort working in a fast-paced, high-visibility program with shifting priorities
- Strong communication, organization, and follow-through
Required Qualifications
- 8+ years of project management, program management, change delivery, or transformation experience
- Experience within financial services, banking, consumer banking, or another highly regulated enterprise environment
- Experience supporting contact center operations, customer service platforms, cloud migrations, enterprise technology migrations, or application consolidation efforts
- Ability to work hybrid 3 days onsite in Charlotte, NC or Des Moines, IA
- Flexibility for occasional overtime or onsite command center support during critical migration phases
Desired Skills
- Experience with contact center modernization or cloud contact center platforms
- Exposure to CCaaS, IVR, telephony, agent desktop, workforce management, agent scheduling, or routing technologies
- Experience with platforms such as Genesys, NICE CXone, Five9, Amazon Connect, Avaya, Cisco, or similar contact center tools
- Experience with Monday.com or similar project management tools
- Experience supporting cloud platform migrations impacting customer-facing agents
- Prior Fortune 100, large bank, or financial services experience
This role sits within one of the client’s most strategic modernization efforts and will support the migration of contact center applications and customer-facing agent populations to a modern cloud-based platform.
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Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.
EEO:
We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.
Benefits & Perks:
Eight Eleven Group offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.
Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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Your need for talent is our reason for being. This driving mission has been at our core from the onset. When we started in 2000 at 811 Broad Ripple Avenue, we were a team of forward-thinking entrepreneurs determined to find a better way to connect the best and brightest talent with companies looking for future leaders. We still believe in this philosophy. Throughout the years, our passion, credibility, and grit have been the foundation and prowess of what is now Eight Eleven. Though our focus areas have continued to mindfully evolve, our unyielding commitment to relationships and our customers’ needs remain consistent and firmly rooted in our core values.